Portfolio Manager overseeing IT initiatives for Kimberly - Clark. Leading governance and performance monitoring while ensuring alignment with business strategy.
About the role
- Operations leader establishing and growing a global support function for Gentrack’s SaaS business. Directly influence service model design and create impactful support capabilities.
Responsibilities
- Recruit, mentor, and develop a high-performing team of support engineers, starting small and scaling to a fully staffed shift-based operation.
- Influence the strategy & business casing and provide requirements for tools, training, and support your team needs to succeed.
- Ensure the delivery of consistent, high-quality support with a focus on service reliability, customer satisfaction, and operational excellence.
- Consistently meet and exceed committed customer service levels.
- Maximise the productivity and value delivered by the team to customers, internal stakeholders and partner teams.
- Actively drive adoption of best practices and continuous improvement in support & maintenance processes in your team and among your Gentrack stakeholders.
- Partner with product, engineering and customer success teams to drive and deliver improvements in service reliability, incident prevention, time-to-resolve.
Requirements
- Strong experience in leading teams providing 24x7 operational support teams in a SaaS, cloud infrastructure, and/or similar technical managed services capacity.
- Certification or experience in ITIL Service Operations and Service Transition practices.
- Knowledge of observability, service management and operational support software and tools.
- Customer & people focused leadership combined with a passion to deliver to the highest standards.
- Familiarity with utilities industry and enterprise billing & CRM business processes is beneficial but not essential.
- You love data and combine it with your experience and intuition to solve problems and measure the impact of innovation.
Benefits
- Personal growth – in leadership, commercial acumen and technical excellence
- To be part of a global, winning high growth organization – with a career path to match
- A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos
- A competitive reward package that truly awards our top talent
- A chance to make a true impact on society and the planet
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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